Quality Management Suite

Call Recording Frequently Asked Questions


Part 5:  Some Calls are not being Recorded

When a customer reports this type of issue, it is imperative that they provide very specific information on just what calls are not being recorded.

I have encountered this problem on more than one occasion.  The reports came from a comparison of a Call Manager or PBX Call log with a call list of Recorded Calls in QMS.  First, understand that QMS Records legitimate Calls. To explain, look at the sample Shoretel log below.

s2ch18 06/23/2010 8:31:26 AM Out 9+1861699323 291


s2ch17 06/23/2010 9:48:59 AM Out 9+1601254953 291


s2ch16 06/23/2010 10:35:04 AM Out 9+1601284953 291


s2ch17 06/23/2010 10:53:58 AM Out 9+1601234953 291


s2ch19 06/23/2010 11:03:29 AM Out 9+1601244953 291


s2ch19 06/23/2010 11:06:54 AM Out 9+1601264953 291


s2ch23 06/23/2010 11:13:28 AM Out 298 291


s2ch21 06/23/2010 11:21:59 AM Out 9+1601254953 291


s2ch17 06/23/2010 11:30:05 AM Out 9+1601274953 291


s2ch23 06/23/2010 11:33:24 AM Out 9+1601294953 291


s2ch22 06/23/2010 11:33:30 AM In 9+1411600291 291


In this list, you see 11 Calls. Checking the QMS Recorded logs we found that QMS only recorded the 1st and Last call in this list.  Out of 11 Calls that Shoretel reported, QMS only recorded 2 of them. (The actual phone number were altered for privacy reasons)

Let’s take a look at the 9 calls that were not recorded.  Calls 2 thru 6, 8, 9 are outbound calls lasting only seconds, hardly enough time to finish the dial, have the phone ring and someone answer the phone.  It was determined that they were getting a busy signal and hung up the phone.
Calls ranging from 20 seconds to 45 seconds were determined to be, Calls placed that were not answered.  

In this case, that leaves one call, call # 7 with a duration over 5 minutes that was not recorded. This was an internal extension to extension call.  Extension 291 was calling extension 298.  The mirroring, at this site, was setup not to record internal calls.  

To summarize what we found, QMS did record 100% of all legitimate calls that it was intended to record.  It did not record incomplete calls, miss-dialed calls, unanswered calls, line busy, trunk busy and not in service calls but the Shoretel logs do not differentiate between legitimate calls and extraneous calls. 

In addition, you can configure the QMS Server not to record calls of a certain minimum length.  All these things have to be considered when troubleshooting this problem.

That is why, I made the opening statement,  ” When a customer reports this type of issue, it is imperative that they provide very specific information on just what calls are not being recorded.”  

The customer needs to provide the QMS User, the time and date of the Call, The Incoming CallerID or Outgoing Number and have verified that it was a legitimate phone call; that the QMS User did reach and talk to another human being.  Comparing logs should not be considered as valid information in determining whether or not a Call Recording problem exists.

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